Compliance Manager

Job Description

As a federally chartered bank and federally and provincially regulated trust company, Manulife Bank and Manulife Trust (“Manulife Bank” or “our”) are subject to numerous legislative requirements including the Bank Act, the Trust and Loans Company Act, among others.

In this position, your primary responsibility is to provide regulatory compliance guidance and advice on various projects and initiatives relating to products and services offered to our customers .

You provide practical Compliance support, are a big picture thinker and offer creative solutions to complex problems. Leveraging your expertise, you will support Manulife Bank’s delivery teams in crafting and executing innovative approaches sought at propelling digital servicing growth, encouraging customer engagement, and boosting the utilization of our online banking and mobile platforms. 

Leveraging your Compliance expertise, you will play a meaningful role in ensuring Manulife Bank is offering outstanding experience to our customers. You grow with taking initiative and are known for providing strategic and practical compliance support to stakeholders. You have a solid track record of being a partner and collaborator and have the capability to lead multiple initiatives, while at the same time, seeing the big picture.

You are a top-tier compliance professional with expertise in retail banking. You are strong in assessing and interpreting legislation and communicating regulatory requirements and solutions in plain language. Specifically, you can apply legislation to business questions, projects, and initiatives. You can also identify key risks and potential controls, advise on complex matters, and efficiently develop balanced solutions that meet both compliance and business requirements, as well as other functions that may be required from time to time.

You contribute to mentoring and developing team members, providing informal leadership, and are an escalation point for the business unit and compliance staff, representing the Compliance department on critical project working groups to help drive business needs forward. You have experience working with regulators and understand industry issues impacting the business.

In addition to the Bank Compliance team, you interact with senior leaders, Legal stakeholders, the broader compliance teams and business partners. 

Key Accountabilities:

Providing strategic leadership and direction, including acting as a mentor to the team and contributing to a positive and productive work environment.

Reviewing, interpreting, and summarizing applicable legislation to ensure relevant stakeholders understand the requirements and actions needed to meet compliance requirements.

Responding to complex questions from our business partners, including providing privacy advice and support, to ensure the safety and security of customer data.

Acting as compliance subject matter expert on digital transformation initiatives taking place within the business and providing guidance to clients based on technical legislative requirements and controls to mitigate risk.

Reviewing of business processes, policies, and documentation to meet current regulatory requirements. Keeping up to date with regulatory changes, communicating updates and changes appropriately and ensuring the business is engaged to ensure compliance with the regulatory compliance management program in a timely fashion.

Supporting the review of external public facing communications to ensure compliance and applicable policy requirements are observed.

Providing training to our business partners regarding legislative requirements and regulatory compliance management concepts, including first, second, and third line of defense.

Providing training and educational seminars for our business partners including Operations, Product, Marketing, Digital Teams, Distribution and Finance.

Participating in applicable industry working groups and consultations as may be applicable.

Providing both verbal and written direction to our business partners to ensure understanding and compliance with the requirement(s).

Preparing documentation and supporting materials to address regulatory compliance requests, concerns, and issues.

Participating in any other tasks that may be assigned from time to time.

Job Requirements (Education, Experience, Knowledge, Skills and Competencies):

Specialized compliance expertise and/or legal experience working in retail banking and financial services.

Subject matter expertise in retail banking products and procedures in various operational areas is desirable.

Self-starter who takes initiative and is an outside the box thinker.

Ability to review, interpret and document legislation and regulatory requirements.

Highly organized and is able to prioritize work in a fast-paced environment.

Excellent written and verbal communication skills, with the ability to simplify complicated messages.

Ability to readily recognize and evaluate the impact of current or potential compliance issues.

Ability to quickly understand business processes and their risk implications, analyze complex situations, reach appropriate conclusions, make practical recommendations and exercise good judgment in escalating issues.

Proven interpersonal, negotiation and relationship management skills. Must be able to exchange and clarify details of information in a controlled and confident manner.

Ability to work with fluid and changing accountabilities.

Team player who is willing to assist team members on projects and assist in sharing workloads when necessary.

Ability to work independently and in a team environment.

Ability to deliver effective training on compliance issues and requirements.

Ability to convert technical legislative requirements into suitable advice and be able to communicate difficult concepts and information to business partners.

Ability to work with multiple objectives, conflicting priorities and complex issues.

Ability to interact effectively with management and counterparts in other business units.

Professional attitude and adherence to a high ethical standard.

Technical expertise would be considered an asset.

Ability to use LAN and PC applications including Windows, Archer, Microsoft Office, Excel, AWD.

Bilingual is an asset, but not required.

Investment and/or Insurance experience would be considered an asset.

Key Skills:

Must be able to exercise judgment in quickly identifying issues, challenging courses of action, assessing risks. Must be able to easily develop recommendations and modify plans as business conditions change.

Balance business needs against the policies, procedures and practices necessary to ensure compliance with regulatory obligations.

Influence others on compliance issue resolution without direct authority and be a strong facilitator.

Deal with sensitive issues that could be exposed to the media or regulators.

Scope (Dimensions & Organizational Impact):

The Compliance Manager must work effectively with all areas of the business unit.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/JohnHancock, we embrace our diversity. We strive to attract,developandretaina workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin,colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers toprovideequal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent withapplicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

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